(Optional)If the
call control client placed the Correlation ID in a GTD parameter other than
uus.dat, specify the following parameters to configure a gateway to enable incoming UUI to be used
as the Correlation ID.

Gateway Settings

General Settings

After adding an IOS Gateway, you can execute a subset of IOS Gateway commands on the Gateway from the Operations Console.

The Ingress Gateway is the point at which an incoming call enters the Unified CVP solution. It terminates Time Division Multiplexing (TDM) phone lines on one side and implements VoIP on the other side. It also provides for sophisticated call routing capabilities at the command of other Unified solution components. It works with SIP and also supports Media Gateway Control Protocol (MGCP) for use with Unified CM.

The VXML Gateway hosts the IOS voice browser, the component which interprets VXML pages from either the Unified CVP IVR service or the VXML Server, plays .wav files and Text-to-Speech (TTS), inputs voice and Dual Tone Multi Frequency (DTMF), and sends results back to the VXML requestor. It also mediates between Media Servers, Unified CVP VXML Servers, ASR and TTS Servers, and the interactive voice response (IVR) service.

You can deploy the Ingress Gateway separately from the VXML Gateway, but in most implementations they are the same: one Gateway performs both functions. Gateways are often deployed in farms, for centralized deployment models. In Branch deployment models, one combined Gateway is usually located at each branch office.

An Egress Gateway is typically used in Call Director model to provide access to a call center automatic call distributor (ACD) or third-party IVR.

To configure General settings on a Gateway, on the General tab, enter the field values, as listed in the following table:

Important: Calls
may be rejected with a 403 Forbidden response if Toll
Fraud security is not configured correctly. The solution is to add the IP
address as a trusted endpoint, or else disable the IP address trusted list
authentication altogether using the voice
service voip -> "no ip address trusted
authenticate" configuration entry.

Example: Dial-Peer for Standalone Call Flow Model

The following example provides the configuration for an incoming
Pots and VoIP call for the VXML Server (standalone) call flow
model:

Note

VXML Server (Standalone) supports an incoming call with
a TDM through a T1 port only. Using an FXS port is not supported.

Configure
the DNS zone file for the separate DNS server that displays how the Service
(SRV) records are configured.

Note

SRV with
DNS can be used in any of the SIP call flow models, with or without a Proxy
server. Standard A type DNS queries can be used as well for the calls, without
SRV, but they lose the load balancing and failover capabilities.

If using ASR
and TTS Servers, specify IP addresses for those servers for each locale using
the applicable name resolution system for the Gateway (DNS or
"ip host"
commands).

Note

If ASR and
TTS use the same server, the MRCP server might allocate one license for the ASR
session and a second license for the TTS section. If you are hosting both ASR
and TTS on the same speech server, you must select the
ASR/TTS
use the same MRCP server
option in the IVR Service configuration tab in the
Operations Console and follow the instructions in the step below.

The
primary and backup servers must be configured. If using name resolution local
to the Gateway (rather than DNS) specify:

ip host
asr-
<locale> <ASR server for
locale>

ip host
asr-
<locale>-backup <backup ASR server
for locale>

ip host
tts-
<locale> <TTS server for
locale>

ip host
tts-
<locale>-backup <backup TTS server
for locale>

Example
for English US, use:

ip host
asr-en-us 10.86.129.215

Step 12

If you want
the ASR and TTS to use the same MRCP server option, you must configure the
gateway as follows.

In the
IVR Service in the Operations Console, select the
ASR/TTS
use the same MRCP server option.

Add the
following two host names to the gateway configuration:

ip
host asrtts-
<locale>
<IP Address Of MRCP Server>

ip
host asrtts-
<locale>
-backup <IP Address Of MRCP
Server>

Where the
locale might be something like en-us or es-es,
resulting in
asrtts-en-us or
asrtts-es-es.

Change
the 'ivr asr-server' and 'ivr tts-server' lines as follows for MRCPV1:

ivr
asr-server rtsp://asr-en-server/recognizer

ivr
tts-server rtsp://tts-en-server/synthesizer

Change
the 'ivr asr-server' and 'ivr tts-server' lines as follows for MRCPV2:

ivr asr-server
sip:asr@10.78.26.103

ivr tts-server
sip:tts@10.78.26.103

Step 13

Configure
the speech servers to work with Unified CVP.

Caution

The
Operations Console can only manage speech servers installed on
Windows, not on Linux. If the speech server is installed on
Linux, the server cannot be managed.

To ensure
that the speech servers work with Unified CVP, you must make the following
changes on each speech server as part of configuring the Unified CVP solution.

If you are
using Nuance SpeechWorks MediaServer (SWMS), the configuration file is
osserver.cfg. If you are using Nuance Speech Server (NSS), the configuration
file is NSSserver.cfg.

Make the
following changes to the Nuance configuration file:

Change:
server.resource.2.url VXIString media/speechrecognizer

To:
server.resource.2.url VXIString recognizer

Change:
server.resource.4.url VXIString media/speechsynthesizer

To:
server.resource.4.url VXIString synthesizer

Change:
server.mrcp1.resource.3.url VXIString media/speechrecognizer

To:
server.mrcp1.resource.3.url VXIString /recognizer

Change:
server.mrcp1.resource.2.url VXIString media/speechsynthesizer

To:
server.mrcp1.resource.2.url VXIString media/synthesizer

Change:
server.mrcp1.transport.port VXIInteger 4900

To:
server.mrcp1.transport.port VXIInteger 554

If you are
using Nuance Speech Server 5 and Nuance Vocalizer for Network 5, make changes
to configuration files for each application. Make the following changes to the
Nuance Speech Server 5 configuration file (NSSserver.cfg):

Change:
server.mrcp1.resource.3.url VXIString media/speechrecognizer

To:
server.mrcp1.resource.3.url VXIString /recognizer

Change:
server.mrcp1.resource.2.url VXIString media/speechsynthesizer

To:
server.mrcp1.resource.2.url VXIString /synthesizer

Change:
server.mrcp1.transport.port VXIInteger 4900

To:
server.mrcp1.transport.port VXIInteger 554

Change:
server.mrcp1.transport.dtmfPayloadType VXIInteger 96

To:
server.mrcp1.transport.dtmfPayloadType VXIInteger 101

Uncomment the
following: server.rtp.dtmfTriggerLeading VXIInteger 0

If you
are using the Nuance Vocalizer for Network 5 TTS System, the following
configuration files will need to be updated:

CVP
solution does not support 100rel. On the SIP profile for the Trunk, confirm
that SIP Rel1xx Options are disabled.

For
warm transfers, the call from Agent 1 to Agent 2 does not typically use a SIP
Trunk, but you must configure the CTI Route Point for that dialed number on the
Unified CM
Server and associate that number with your peripheral gateway user (PGUSER) for
the JTAPI gateway on the
Unified CM
peripheral gateway. An alternative is to use the Dialed Number Plan on
Unified ICME to
bypass the CTI Route Point.

Select
Call
Routing > Route/Hunt > Route
Pattern > Add New.

Route Pattern: Specify the route pattern; for example: 3xxx for a TDM phone
that dials 9+3xxx and all
Unified ICME
scripts are set up for 3xxx dialed numbers.

Gateway/Route List: Select the SIP Trunk defined in Step 2.

If you
are sending calls to
Unified CM
using an SRV cluster domain name, configure the cluster domain name.

Proxy Domain and Cluster Name: if using DNS SRV, set to the FQDN of your Proxy
Server SRV name.

Write
down the IP address and host name of the SIP Proxy Server. You need this
information when configuring the SIP Proxy Server in Unified CVP.

If
using redundant SIP Proxy Servers (primary and secondary or load balancing),
decide whether to use DNS server lookups for SRV records or non-DNS based local
SRV record configuration.

The
Comprehensive call flow model with SIP calls will typically be deployed with
dual CUSP Servers for redundancy. In some cases, you might want to purchase a
second CUSP Server. Regardless, the default transport for deployment will be
UDP. Make sure you
always set the AddRecordRoute setting to
Off with CUSP Servers.

Configure the SRV records on the DNS server or locally on Unified CVP with an
.xml file (local xml configuration avoids the overhead of DNS lookups with each
call).

Step 16

Configure
Peripheral Gateways (PGs).

On the NAM,
ICM Configuration Manager,
PG
Explorer tool, configure a peripheral gateway (PG) for the Unified CVP.
Configure a PG for each Unified CVP Call Server as follows:

In the tree
view pane, select the applicable PG.

Logical
Controller tab:

Client
Type:
VRU

Name: A
name descriptive of this PG

For
example:
<location>_A for side A of a particular location

Peripheral
tab:

Peripheral Name: Descriptive name of this Unified CVP peripheral

For
example:
<location>_<cvp1> or <dns_name>

Client
Type:
VRU

Select:
Enable Post-routing

Advanced tab:

Select
the name of the Unified CVP VRU from the Network VRU field drop-down list.

For
example:
cvpVRU

Routing
Client tab:

Name: By
convention, use the same name as the peripheral

Client
Type:
VRU

If you
are in a
Unified ICMH
environment and configuring the CICM, then do the following:

Do not select the
Network Transfer Preferred checkbox

Routing client:
INCRP NIC

Ingress and
VoiceXML Gateway Configuration Examples

Example
Gateway Settings for Comprehensive Call Flow Model

The first
part of the following example provides the basic configuration for setting an
Ingress gateway:

Applies a timestamp to debugging and log messages

Turns
on logging

Turns
off printing to the command line interface console

Sends
RTP packets

Configures gateway settings

The last
part of this example provides the following:

Allows
SIP to play a .wav file that enables caller to hear message from
critical_error.wav

Performs survivability

Enables SIP to play ringtone to caller while caller is being
transferred to an agent

Logs
errors on the gateway when the call fails

Defines requirements for SIP Call Server

Note

CVP
solution does not support 100rel. It can be disabled on the dial-peer level or
on a global level under the voice service VoIP section.

If you
are using a Proxy Server, configure your session target in the outbound dial
peer to point to the Proxy Server.

If you
are using the sip-server global configuration, then configure the sip-server in
the sip-ua section to be your Proxy Server and point the session target of the
dial-peer to the sip-server global variable.

Note

Make sure
your dial plan includes this information. You will need to see the Dial plan
when you configure the SIP Proxy Server for Unified CVP.

The SIP
Service voip dial peer and the destination pattern on the Ingress Gateway must
match the DNIS in static routes on the SIP Proxy Server or Unified CVP Call
Server.

Configure
the DNS zone file for the separate DNS server that displays how the Service
(SRV) records are configured.

Note

SRV with
DNS can be used in
any of the SIP call flow models, with or without a Proxy
server. Standard A type DNS queries can be used as well for the calls, without
SRV, but they lose the load balancing and failover capabilities.

For
warm transfers, the call from Agent 1 to Agent 2 does not typically use a SIP
Trunk, but you must configure the CTI Route Point for that dialed number on the
Unified CM
server and associate that number with your peripheral gateway user (PGUSER) for
the JTAPI gateway on the
Unified CM
peripheral gateway. An alternative is to use the Dialed Number Plan on
Unified ICME to
bypass the CTI Route Point.

If you
are sending calls to
Unified CM
using an SRV cluster domain name, select
Enterprise
Parameters > Clusterwide Domain Configuration and
add the Cluster fully qualified domain name
FQDN.

The
Call Director call flow model with SIP calls will typically be deployed with
dual CUSP servers for redundancy. In some cases, you might want to purchase a
second CUSP server. Regardless, the default transport for deployment will be
UDP; make sure you
always disable the record-route in a CUSP server as this
advanced feature is not supported in Contact Center deployments.

Using the Operations
Console, select Device Management > CVP Call Server > ICM
tab. On each Unified CVP Call Server, configure the
ICM Service by specifying the following required
information:

VRU connection port
number.

Set the VRU Connection Port to match
the VRU connection Port defined in ICM Setup for the corresponding VRU
peripheral gateway (PIM).

Maximum Length of DNIS.

Set the maximum
length DNIS to a number which is at least the length of the translation route
DNIS numbers.

Example: if the Gateway dial pattern is 1800******,
the maximum DNIS length is 10.

Call service IDs: New Call and Pre-routed.

Enter the new and pre-routed call service IDs. Configure the ports for
both groups according to the licenses purchased, call profiles, and capacity by
completing the required fields on this tab.

Trunk group IDs: New Call and Pre-routed.

Enter the new and pre-routed call trunk group IDs

Configure the group number for the Pre-routed Call Trunk group. The group
number must match the trunk group number in the Network Trunk group used for
the translation route

Configure the number of ports
according to the licenses purchased and capacity

Configure each of the numbers used for translation routes. (The "New
Call" group is not used since the calls are being sent to the VRU (Unified CVP)
after some initial processing by the
NIC/Unified ICME)

Dialed numbers used in the translation route.

Add the dialed numbers in the DNIS field.

Check the default values
of the other settings and change, if
desired.

VoiceXML Gateway Configuration Examples

Example Gateway Settings for Type 8 Call Flow Model

The first part of the following example provides the basic configuration for setting a VoiceXML gateway:

Applies a timestamp to debugging and log messages

Turns on logging

Turns off printing to the command line interface console

Sends RTP packets

Configures ASR/TTS Server

Configures gateway settings

The last part of this example provides the following:

Initiates the VoiceXML leg

Plays a .wav file that enables caller to hear message from critical_error.wav

In the
Operations Console, select
Device
Management > CVP Call Server > ICM
tab. For each Unified CVP Call Server, configure the
ICM
Service by specifying the following required information:

VRU
connection port number.

Set the
VRU Connection Port to match the VRU connection Port defined in ICM Setup for
the corresponding VRU peripheral gateway (PIM).

Set the
maximum length DNIS to the length of the Network Routing Number.

Example:
if the Gateway dial pattern is 1800******, the maximum DNIS length is 10.

Call
service IDs: New Call and Pre-routed.

Enter the
new and pre-routed call service IDs. Configure the ports for both groups
according to the licenses purchased, call profiles, and capacity by completing
the required fields on this tab

Trunk
group IDs: New Call and Pre-routed.

Enter the
new and pre-routed call trunk group IDs. Configure the group number for the
Pre-routed Call Trunk group. The group number must match the trunk group number
in the Network Trunk group used for the translation route.

Configure
the number of ports according to the licenses purchased and capacity. Configure
each of the numbers used for translation routes. (The
"New
Call" group is not used since the calls are being sent to the VRU (Unified
CVP) after some initial processing by the NIC/Unified ICME.)

Check the
default values of other settings and change, if desired.

VoiceXML
Gateway Configuration: Example Gateway Settings for Type 7

The first part of
the following example provides the basic configuration for setting a VoiceXML
gateway:

Applies a
timestamp to debugging and log messages

Turns on
logging

Turns off
printing to the command line interface console

Sends RTP
packets

Configures
ASR/TTS Server

Configures
gateway settings

The last part of
this example provides the following:

Initiates the
VoiceXML leg

Plays a .wav
file that enables caller to hear message from critical_error.wav

Transfer Script and Media File to Gateway

Transfer a single script or media file at a time from the Operations Console.

Procedure

Step 1

Log in to the Operations Console and from the Device Management menu, select the type of server to
which to transfer the script file.

Example:

To transfer a script or a media
file to a Gateway, select
Device
Management > Gateway..

The Find, Add, Delete, Edit window lists any servers that have
been added to the Operations Console.

Step 2

Select a server by clicking the link in its Hostname field or
by clicking the radio button preceding it and then clicking
Edit.

Step 3

Select
File Transfer in the toolbar, and then click
Scripts and Media.

The Scripts and Media File Transfer page appears, listing the host
name and IP address for the selected device. Script and Media files currently
stored in the Operations Server database are listed in the Select From
available Script Files drop box.

Step 4

If the script or media file is not listed in the Select From
Available Script Files drop box:

Click
Select a Script or Media File from Your Local
PC.

Enter the file name in the text box or click
Browse to search for the script or media
file on the local file system.

Step 5

If the script or media file is listed in the Select From
Available Script Files drop box, select the script or media file.